Youth League and Program Manager

7 months ago

Oakville, Canada Canlan Sports Full time

Canlan Sports is the largest private sector owner and operator of recreational sports complexes in North America. The company's success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class sports complexes. We understand our customers’ need for service excellence and are committed to it.

**Job Summary**

The Youth League and Program Manager is responsible for the successful delivery of Canlan Sports' Youth Leagues, Learn to Skate and Learn to Play Hockey Programs and Camps and, ensuring that Canlan Sports continues to remain an industry leader in the space. Working with the Centralized Programs teams, this role will be responsible for ensuring that league and program delivery is consistent and in-line with expectations. They provide leadership, energy, and a strong initiative in developing, growing, and maintaining youth leagues and programs within the Canlan sports complexes, while balancing strong customer service, business acumen, and a drive to innovate and strive for more.

**Position Requirements**
- Work will be completed in-line with approved Canlan Sports policies, on-premises work schedules.
- Light travel may be required on an annual basis for team meetings or conferences.

**Accountabilities**:
**In the area of Program Delivery, this role is responsible for**:

- Staffing: Recruiting, training, scheduling, and administration of a team of part-time instructors.
- Operations: Ensures that programs are delivered in accordance with applicable curriculums and organizational standard operating procedures. On ice lead for Learn to Skate and Learn to Play
- Customer Experience: Optimizes program delivery to net promoter score and overall customer satisfaction targets, promoting long-term customer retention.
- Financial Results: Manages expenses in-line with approved annual operating plans and participation trends.

**Leadership Competencies and Responsibilities**:

- Team Management- Serves as a direct report for part-time instructors, providing leadership and mentorship to ensure that standard operating procedures, facilitation of camps and programs, and executional consistency are performed at a high level.
- Provides leadership as the primary point-of-contact, directing program delivery according to program and camp curricula, demonstrating a strong ability to problem solve and implement a vision.
- Implements process efficiencies for recruiting and training part-time instructors, managing payroll and scheduling processes, and tools to track on-ice usage and customer satisfaction.
- Customer Relationship Development- Works closely with centralized programs team and sports complex staff to develop a customer-focused culture that differentiates Canlan’s youth league, camps, Learn to Skate and Learn to Play programs.
- Works closely with the centralized team to develop and share best practices, while prioritizing the need to have a consistent customer experience at all Canlan sports complexes.
- Works to create, develop, and maintain strategic partnerships in their designated area.
- Sales Leadership and Ability- Drive sales results and promote programs, camps, and youth leagues.
- Identify prospective customers, recommend, and implement plans, conduct sales calls, presentations, follow up and feedback as required.
- Work with the Sales and Marketing Manager / General Manager to implement a local youth league and program marketing strategy that supports the sports complex targets.
- Proactively identify and seek out new business ensuring swift and effective follow up on opportunities.
- Provide in house / on the floor team leadership ensuring sales growth and customer satisfaction.
- Undertake recruitment of teams & individual participants for youth leagues operating within the department.
- Listen effectively to all concerns and conflicts with an open mind and customer focus.
- Reviews plans to maximize revenues prior to implementing.
- On an ongoing basis, identify and communicate the current market social, demographic and corporate trends that may impact the department’s ability to meet its objectives.
- Ensure all facility and corporate marketing initiatives are implemented and effectively executed.
- Develop and maintain strategic relationships to maximize revenue.
- Decision making and Management- As required, assists in the development, delivery, and implementation of Canlan Sports’ Annual Operating Plan (AOP) by monitoring revenue, expenses and participation trends.
- Ensures that remuneration is provided to any vendors, partners, or independent contractors as necessary.
- Manages reporting requirements and any required reviews of financial statements as required from the General Manager or Product Manager.
- Where applicable, manages Account Receivables and documentation of any formal agreements and contracts.

**Key Relationships**:
This individual will build strategic relationships

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